Customer Experience Solutions Specialist

2 weeks ago


Toronto, Ontario, Canada ServiceTitan Full time

About ServiceTitan: We're reshaping the experience for both businesses and consumers in the trillion-dollar home services industry.

We use the term 'Customer Solutions' because we believe 'support' and 'service' are only a piece of what our customers really want: Solutions to their home service needs.

We're looking to hire Customer Solutions Specialists who pride themselves on providing world-class customer experiences. As a CS specialist, you love being the front-line contact and #1 problem solver for customers.

You quarterback issues from first interaction through to completion with style and grace. You are the customer's friend, mentor, liaison, information provider, appointment booker, and overall right-hand for all their home needs.

What You'll Do:

  • Speak with customers via live chat, phone, and/or email channels, taking ownership of their needs and managing them to completion.
  • Educate customers about membership opportunities and benefits.
  • Find creative solutions for customer issues, utilizing a network of service partners.
  • Guide customers through potential solutions to find the best match for them. Book services and ensure completion/satisfaction.
  • Build sustainable relationshipsand trust with customers through open and interactive communication.
  • Meet targets with regard to contact rates, bookings, memberships, and other key performance indicators.
  • Be a fierce advocate for our members, keeping their best interests at the forefront of every interaction.
  • Train and mentornew Customer Solutions team members, teaching others to be customer-centric and fiercely protective of our mission to deliver customer-centric home services solutions.

What We're Looking For:

  • You are customer-centric. You are patient, empathetic, and passionately communicative.
  • You are a problem-solver.You are confident at troubleshooting and investigating if you don't have enough information. You treat each customer as an individual with unique concerns and problem-solve appropriately.
  • You are a self-starter. You always want to go the extra mile to create the perfect member experience, educate yourself, and identify opportunities to improve yourself and your team.
  • You can 'roll with the punches.' You thrive in a fast-paced and dynamic atmosphere and have a strong intention to own and help define the member experience.
  • Must have a general understanding of Internal Admin Portal.
  • Must have a strong working relationship with the Live Services team due to the collaborative nature of this role.

Benefits:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and 24/7 virtual healthcare.
  • Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Estimated Salary Range:$37,000 CAD - $46,000 CAD


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